Director, AI-Enabled CX Transformation

Capgemini; New York (NY); On-site; USD 180,000 - 270,000; Full time

Job summary

Capgemini Invent’s frog practice seeks a Director, Customer Experience Transformation to advise senior clients, lead enterprise-wide change and align customer journeys with business value.

You will orchestrate work across customer operations, digital, field service, billing, and technology, building executive narratives and driving measurable ROI within the Energy & Utilities context.

Qualifications

• Extensive experience advising senior executives on transformation programs.
• Proven ability to lead enterprise-scale customer experience initiatives.
• Strong understanding of journey management, service blueprinting and value realization.

Responsibilities

• Advise senior executives and orchestrate enterprise-level transformation.
• Lead cross-functional teams across customer operations, digital, and technology.
• Define CX vision, roadmaps and operating models that deliver measurable ROI.
• Build business cases, governance structures and benefits realization plans.
• Coach and align frog and Capgemini Invent teams with client objectives.

Skills

Executive advisory

Transformation leadership

C-suite facilitation

Program governance

Customer journey mapping

Cross-functional leadership

Storytelling & writing

Education

Bachelor’s degree or equivalent

Job description

Capgemini Invent’s frog practice seeks a Director, Customer Experience Transformation to advise senior clients, lead enterprise-wide change and align customer journeys with business value.

You will orchestrate work across customer operations, digital, field service, billing, and technology, building executive narratives and driving measurable ROI within the Energy & Utilities context.